The Rules of Response – Presentation
Last year, I posted “The Rules of Response“. Since then, I’ve used it as the basis for discussion sessions with some of our customer service and professional services teams. Recently, I’ve been asked to develop and deliver “training” sessions for the more than 100 customer service employees that our company has in North America. I’ve always [...]
Leaders are Responsible for Customer Service
Someone sent this link out via Twitter a few days ago and unfortunately, I don’t remember who. No matter who it was, thank you! This post is a must read for anyone involved in customer service or experience efforts but even more importantly for the leaders of the organisation. Customer Service is a Leaders Responsibility [...]
Follow Up for Excellent Customer Service
As some of you know, I work as a Client Satisfaction Manager for a B2B software company. This means that I spend my days handling complaints/escalations, getting customer issues resolved, fixing broken processes and coaching/training staff. Before that, I spent well over a decade at different levels of support organisations. What have I learned about [...]
Customers, Companies and Social Media – Levelling the Playing Field
Customers don’t own the conversation. The only thing that social media has done is level the playing field. Companies are scared of social media because they don’t control information about them anymore. It used to be that individual consumers couldn’t get their message out massively. Only companies had the resources to communicate via mass media. [...]
Speak Like a Human to Enhance Customer Service
I was browsing Delicious for interesting content using the ‘customerservice‘ tag and came across this excellent article. (Thanks to briangryth for tagging.) “My Challenge to you: only speak like a human at work” on the Telegraph. Like any valuable relationship, the ones we have in business hinge on trust. And trust depends on openness, respect [...]
